United Nations High Commissioner For Refugees Tender

Objective:   Unhcr Iraq Requires Contractual Services For The Installation And Provision Of Highly Stable And Reliable Internet Services. Connection Should Be Either Fiber‐optic And/or Wireless Solutions. The Link Should Be Able To Support Applications And Services Such As Data Communication And Internet Between The Endpoints. Duplex With No Additional Payment Or Limitation By Traffic Amount (unlimited Traffic – No Download Quota) And Time.   Technical Requirements:   The Internet Service Provider (lsp) Is Responsible To Provide All Hardware Equipment Required To Carry Out The Full Implementation Of The Project At Respective Offices That Achieve A Consistent And Reliable Connection. The Isp Must Provide The Hardware Specification (model, Type) And Method Of Installation Must Be Submitted For Technical Evaluation And Approval. Any Civil Work Related To Installing The Connection And The Outdoor Antenna (e.g. Laying Of Cables) Must Be The Responsibility Of The Isp. Connectivity Through Wirelesses Solution Of P2p Must Be 200 Mbps At Least, Fiber Optical Cable Connectivity Is An Advantage. Bandwidth Full Duplex / Dedicated Connection Shall Be Varying From Office To Office As Listed Below, Taken Into Consideration That Source Of Internet Must Be Other Than Nawrouz / Turkey Because Unhcr Is Interested To Engage The Internet Supplier Provider For Secondary Source. The Service Continuity Must Not Be Less Than 99.8% Of Up Time. Any Scheduled Service Or Maintenance Must Be Prompted By Email Or Phone Call At Least Two (2) Working Days Ahead. 4 Public Ip’s Provided With The Service With Direct Ip Connectivity And Unfiltered Access To The Internet. The Isp Should Have A Reliable Backup Source For The Internet As A Backbone, Not Less Than 50% Of Actual Speed In Case Of Main Service Down To Guarantee Better Services And A Secure Connection To Help Forwarding The Internet Service Directly Without Any Defects Of The Browsing. Latency Domestic <2ms To Isp Gateway And To Europe <100ms.       Network Operating Center   Any Issues With Channels Of Wireless Connectivity Should Be Monitored To Ensure The Service Continuity 24/7. Technical Support And/or Help Desk: The Internet Service Provider (isp) Must Have The Ability To Provide 24 Hours/day For 365 Days/year Technical Support And/or Help Desk Availability For Monitoring And Troubleshooting Purpose, Resolving Incidents Relating To The Internet Access Service. Please Provide Details Of Contact Person Including Email And Phone. Isp Should Have Preventive Maintenance Plan To Be Conducted On Regular Basis (e.g Every 6 Month). Provide Network Monitoring (prtg) Access For Service Provided And Generate Weekly Reports When Needed. Data Confidentiality Guarantee; Isp May Not Scan Traffic (if This Should Be Done For Finding Problems In The Network A Prior Unhcr Agreement Must Be Obtained. If The Service Not Delivered With Minimum Requirement While Isp Is Being Notified At Least Twice Through Written Email, Then Unhcr Has The Right To Stop The Service And Change The Provider Without Any Penalties Or Any Legal Consequences.   Penalties:   If The Availability Of The Link Falls At Or Below 80.0% On Any Given Month Period Unhcr Shall Be Exempted Of Payment For The Affected Month And Unhcr Reserves The Right To Terminate The Contract. The Link Throughput Will Be Monitored And May Be Randomly Tested By Unhcr Without Previous Notification To The Isp, If The Throughput Is Found To Be Less Than The Specified, Unhcr Reserves The Right To Terminate The Contract If It Desires Due To "the Failure Of The Isp To Deliver The Contracted Service". The Technical Support And/or Help Desk Been Provided For The Link By The Isp Is To Be Considered As Part Of The Agreement. Failure To Respond To Support Request Will Be Considered As “failure Of The Provider To Deliver The Contracted Service” And Amendments Or Cancelation Of The Contract May Happen At The Sole Request Of Unhcr.     Performance Evaluation & Review:   The Service Provider Shall Meet Periodically With Authorized Unhcr Representative To Discuss Issues Of Mutual Concern, To Review The Service Provider Performance And To Discuss Improvements Which The Service Provider Should Make In Order To Achieve A More Effective Service And Support.         Payment Terms:   The Installation Fee Shall Be Paid After Completion Of Installation/commissioning And Certification By Unhcr Authorized Representative. Monthly Charges Shall Be Paid Within 30 Calendar Days Of Receipt Of Invoices By Unhcr. Unhcr Reserves The Right To Reduce The Fees, Should The Service Outage By The Service Provider Be Continuous And Is More Than 24 Hours In A Week.